AccountId: 011433970860
ContactId: e87fc1e9-c5ec-4a15-870c-16aadf12ba38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395119 ms
Total Talk Time (AGENT): 93931 ms
Total Talk Time (CUSTOMER): 228978 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/e87fc1e9-c5ec-4a15-870c-16aadf12ba38_20250304T16:59_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII]. Um, I'm calling because I am trying to input, um, my insurance information into a doctor's portal, and I guess I'm just getting really confused about what information.
[CUSTOMER][NEUTRAL] To input, um, it just feels like there's a lot more numbers on this card.
[CUSTOMER][NEUTRAL] Then
[CUSTOMER][NEUTRAL] Um, asked for and there's different labelings for things. I just wanna make sure I'm doing it right.
[AGENT][NEUTRAL] OK. Um, do you have a policy certificate number or anything?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 02596156.
[AGENT][POSITIVE] OK, thank you. OK.
[AGENT][NEUTRAL] OK, and do you mind uh verifying your date of birth and your address for me please?
[CUSTOMER][NEUTRAL] Sure it's uh [PII].
[CUSTOMER][NEUTRAL] Um, and my address is [PII].
[AGENT][NEUTRAL] OK, and can I get a good call back number in case we're disconnected and your email address?
[CUSTOMER][NEUTRAL] Sure, uh, phone number is [PII].
[CUSTOMER][NEUTRAL] [PII] and my email is hm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you for verifying.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, you're, you're wanting to know what to enter into.
[AGENT][NEUTRAL] A doctor's
[AGENT][NEUTRAL] Portal
[CUSTOMER][NEUTRAL] Right, so typically they.
[CUSTOMER][NEUTRAL] Uh, just ask for the ID number and the group number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm assuming the ID number is the medical ID number that's listed on my card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then for the group number is that the policy certification number?
[AGENT][NEUTRAL] Uh, the group number would be 70,030.
[AGENT][NEUTRAL] Is that on there?
[AGENT][NEUTRAL] Let me pull up the card.
[CUSTOMER][NEUTRAL] No, it's not.
[AGENT][NEGATIVE] It's not. OK.
[AGENT][NEUTRAL] That's our group number 30.
[CUSTOMER][NEUTRAL] 7007, OK, 70,030. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then for the type um.
[CUSTOMER][NEUTRAL] It's, you know, listing PPO HMO as options. Would that be the limited benefit hospital indemnity? Is that the name of the plan?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] That's the name of the plan.
[CUSTOMER][NEUTRAL] OK, OK, great, uh, oh, that's, uh, well, that's the plan type or is that the plan name?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Both
[CUSTOMER][NEUTRAL] Oh, it's both. OK, so I would not put American Public Life under the plan name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's our company name, so I'm not sure exactly without seeing their portal or.
[AGENT][NEUTRAL] You know what they're expecting there, um.
[CUSTOMER][NEUTRAL] I would assume I think I'm gonna say it's the um.
[CUSTOMER][NEUTRAL] Probably the company because I also had Blue Cross Blue Shield of Illinois for plan name and then the PPO.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Oh, OK. Yes.
[CUSTOMER][NEUTRAL] The type, so then probably American. OK, OK. Um
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, group number.
[CUSTOMER][NEUTRAL] Oh man.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm, I'm sorry, just give me one second. So the policy certification number, what is that for? Is that just for calling you guys that I have that number or does insurance need that number as well?
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Um, that's our number with us, and then, um, it also goes through IMA which is a, uh, another company, so that's their medical ID number, but I think that's the one that you need for the claims is the medical ID number.
[CUSTOMER][NEUTRAL] OK, which is the it's a D41 number on mine.
[AGENT][NEUTRAL] Yes ma'am mhm.
[CUSTOMER][NEUTRAL] OK, OK, so the policy certification number is not necessary for to give to third parties. OK, OK, now on the back of the card there is a different group number, um, but it's next to something called Farm Avale is that.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Right, that's for your pharmacy. That's different. Mhm.
[CUSTOMER][NEUTRAL] That's a different, that's
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][POSITIVE] OK cool thank you I'm glad I called because that's the group number that I've been giving people.
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] OK, um, OK, so for insurance street address.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] City, is that something I can get?
[CUSTOMER][NEUTRAL] Uh, is that the PO box number that's listed on the back of the card?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. I think that's all I need.
[CUSTOMER][POSITIVE] Thank you so much. This was really helpful. I'm glad that I called and got that group number.
[AGENT][NEUTRAL] All right, well, thank you for calling APL. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Not at this time, um, actually I guess I am wondering, um, the this the.
[CUSTOMER][NEUTRAL] My doctor, they, once they have this information, they can file um the claim with you guys, right? I don't need to file it.
[AGENT][NEUTRAL] Right, they can they can file it. mhm.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, cool, thank you so much.
[AGENT][POSITIVE] OK. All right. Well, thank you for calling IPL and you have a wonderful day, Miss um [PII].
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.